Trainee Crisis Hotline Operator – Public Sector, Shift Work

About the Company

The Nova Scotia Health Authority (NSHA) is committed to providing high-quality, accessible care to all Nova Scotians. Our Crisis & Support Services Division plays a critical role in this mission, offering compassionate and immediate support to individuals experiencing mental health crises, emotional distress, or other urgent public health concerns. We are a vital public sector service, dedicated to fostering well-being and resilience within our communities through confidential, non-judgmental, and evidence-informed support.

Job Description

Are you passionate about helping others and looking for a meaningful career in public service? The Nova Scotia Health Authority is seeking dedicated individuals to join our team as Trainee Crisis Hotline Operators. This entry-level position is perfect for those with no prior experience in crisis intervention, as we provide comprehensive, paid training to equip you with all the necessary skills and knowledge. As a key member of our Crisis & Support Services team, you will provide immediate support to callers in distress, offering empathetic listening, risk assessment, de-escalation, and appropriate referrals. This role involves shift work, including evenings, nights, weekends, and holidays, reflecting the 24/7 nature of crisis support. Join us in making a profound difference in the lives of Nova Scotians.

Key Responsibilities

• Complete and actively participate in all mandatory paid training programs related to crisis intervention, mental health first aid, and public health support protocols.
• Answer incoming calls on the crisis hotline with empathy, professionalism, and a non-judgmental approach.
• Listen actively to callers, assess their immediate needs, and identify potential risks (e.g., self-harm, harm to others).
• Provide emotional support, de-escalation techniques, and psycho-education to callers experiencing distress.
• Maintain accurate and confidential records of interactions in accordance with NSHA policies and privacy regulations.
• Collaborate with supervisors and colleagues to ensure best practices and continuous improvement of services.
• Refer callers to appropriate community resources, emergency services, or follow-up support as needed.
• Adhere to all NSHA policies, procedures, and ethical guidelines for crisis intervention.
• Work a variety of shifts, including days, evenings, nights, weekends, and holidays, as part of a 24/7 operation.

Required Skills

• Strong empathetic and compassionate communication skills.
• Excellent active listening abilities.
• Ability to remain calm and focused under pressure.
• Problem-solving aptitude and critical thinking skills.
• Basic computer literacy for data entry and communication.
• High school diploma or equivalent.
• Commitment to continuous learning and professional development.
• Reliable and punctual with a strong work ethic.

Preferred Qualifications

• Previous volunteer experience in a helping role or community service.
• Familiarity with mental health and addiction resources.
• Fluency in French or other languages common in Nova Scotia is considered an asset.
• Post-secondary education in social sciences, psychology, or a related field (not required, but a plus).

Perks & Benefits

• Comprehensive paid training program.
• Competitive hourly wage with shift differentials for evenings, nights, and weekends.
• Full benefits package, including health, dental, and vision coverage.
• Enrollment in a reputable public sector pension plan.
• Employee assistance program (EAP) for mental health and well-being support.
• Generous paid time off, including vacation and sick leave.
• Opportunities for career growth and advancement within the Nova Scotia Health Authority.
• A supportive and collaborative team environment focused on public service.

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